AMERICAS OPERATIONS JOB DESCRIPTION

Americas Operations means keeping a multi-country business running across markets as different as the United States, Canada, Mexico, Brazil, Chile and Peru. The role sits inside a regional leadership layer, not a single department, and reports into senior operations, technology, or HR leadership depending on the function it serves. It owns budget oversight, vendor coordination, and governance for groups whose stakeholder base can exceed 25,000 people across the Americas. The hardest part is balancing recurring administrative work, such as invoice processing and compliance tracking, against long-range regional strategy.

As the Americas Operations Manager, the person in this seat keeps regional programs, budgets, and stakeholder relationships aligned with broader Americas business goals. The role typically reports to a director or VP-level leader and works closely with Practice Group, HR, IT, or Finance counterparts depending on the function.

Career Impact: Operating across a 25,000-plus stakeholder region builds the kind of multi-market credibility that few operations roles offer.

Business Impact: The work directly supports client experience and company profitability by keeping Practice Group budgets, governance, and reporting accurate.

Growth Opportunity: Exposure to cross-functional regional programs, spanning the US, Canada, Mexico, Brazil, Chile and Peru, opens paths toward director-level regional leadership.

Company Value: Several examples emphasize building a diverse, welcomed, and valued workforce as part of regional operations goals.

• Manage budgets and track revenue and expenses across regional programs and Practice Groups.
• Coordinate vendor and stakeholder relationships spanning more than 25,000 regional contacts.
• Monitor compliance across state, local, and reciprocity tax requirements affecting the full Americas payroll.
• Track project timelines, milestones, and budget requests across cross-functional initiatives.
• Document operational processes and best practices for use across multiple geographies.
• Partner with senior leadership to align regional priorities with enterprise strategy.
• Resolve escalations from internal teams, external partners, and service stakeholders.
• Report performance metrics that support accountability and continuous improvement.

• Bachelor's degree in business, operations, or a related field, or equivalent work experience.
• 5 or more years of operations experience, with multi-country or regional exposure preferred.
• Demonstrated ability to manage budgets, vendor relationships, and cross-functional initiatives.
• Strong attention to detail across compliance, reporting, and documentation tasks.
• Effective oral and written communication skills for executive-level stakeholders.
• Ability to handle politically sensitive or confidential information appropriately.
• Proven track record working through complex, fast-changing regional priorities.

• Real estate, financial services, or technology industry experience.
• PMP or PMO certification, or equivalent project management credential.
• Proficiency in Spanish or another language relevant to Latin American markets.
• Experience with Workday or comparable enterprise systems for budget and payroll tracking.

• Budget variance, reflecting how closely actual spend tracks the approved regional budget.
• Stakeholder satisfaction score, measuring how well regional programs serve internal and external groups.
• Compliance error rate, tracking how often payroll or governance issues require correction.
• Project on-time completion rate, measuring delivery against regional initiative timelines.
• Cross-market coordination count, reflecting how many geographies a given initiative touches.
• Typical tools: Enterprise resource systems (commonly Workday); project tracking tools (commonly Asana).

• Base Salary Range: $90,000 to $150,000 depending on seniority and scope.
• Bonus: 10 to 20 percent annual target, tied to regional performance.
• Equity: Limited, typically reserved for director-level roles.
• Health Benefits: Standard US medical, dental, and vision coverage.
• PTO: 15 to 20 days annually, plus standard holidays.
• Common Perks: Hybrid work flexibility and professional development support.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment with this organization is contingent upon successful completion of a background check, and all applicants must be authorized to work in the United States. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected under applicable federal, state, or local law. Reasonable accommodations are available throughout the application and employment process for individuals with disabilities upon request.

The Americas Operations leads Information Technology strategy and capabilities across North and Latin America, aligning technology governance, vendor strategy, and real estate technology standards with business priorities. Reporting to the CIO-Geographies at Technologies, the Americas Operations engages more than 25,000 stakeholders across the Global IT Leadership team to keep offices equipped with innovative technology.

Leadership Responsibilities

• Keep abreast of emerging digital technology and business trends and develop an operational roadmap aligned with the enterprise's IT strategy
• Work with the enterprise Foundational IT team and key business stakeholders to identify opportunities for improvement and communicate across business teams to drive implementation
• Contribute to the future Foundational IT needs of the organization
• Define, prioritize, and deliver the strategy, architecture, governance, and implementation of platforms, applications and tools within the IT strategy and roadmap
• Work with stakeholders and technology leadership to continually optimize technology governance and decision-making processes
• Ensure offices are continually equipped with the most innovative Real Estate Technology and adhere to Real Estate Technology Standards
• Provide IT leadership and oversee technical services for the business, including the office of the CIO for the Americas region
• Oversee IT operations and systems' reliability, performance, security and business value
• Direct the development of IT sourcing strategy and provide executive oversight for strategic vendor and partner relationship management
• Partner with the CISO and oversee the security, confidentiality, integrity and availability of enterprise data without disrupting digital transformation and growth
• Develop and maintain a strategic workforce plan that provides for succession and continuity in critical management positions and business-critical projects
• Serve on enterprise planning and policy-making committees related to IT Operations and drive the development of enterprise technology standards, governance processes and performance metrics
• Be responsible for the user experience of IT products and services across the Americas region

Qualifications and Experience

• Have fifteen or more years of experience in IT and/or Operations with a large multinational, complex corporation, including five to seven years of leadership responsibility
• Have five or more years of experience in industry-leading, cross-functional teams or enterprise-wide programs, influencing senior-level management and key stakeholders
• Have financial services or real estate experience, desirable but not required
• Have a deep understanding of current and emerging technologies and how enterprises use them to drive digitization
• Have a global mind-set and demonstrated ability to influence and manage individuals, groups and organizations from other parts of the world
• Have proven leadership skills with the ability to develop and communicate a vision that inspires and motivates staff and aligns to the technology strategy
• Have effective influencing and negotiation skills to build consensus or commitment in an environment where resources may not be directly controlled
• Have excellent analytical, strategic conceptual thinking, strategic planning and execution skills
• Have the ability to drive organizational change and balance operational efficiency with innovative and agile IT solutions
• Have excellent verbal and written communication skills, including the ability to explain digital concepts to business leaders
• Demonstrate strong cultural alignment with unwavering ethical standards and a collaborative, excellence-driven approach
• Be obsessed with customer habits and data derived from behaviors and stay keenly aware of industry trends
• Be commercially astute, strategic in nature, with a strong bias towards transformation and execution

Embedded within the Practice Groups, the Americas Operations builds consistent approaches, practices and deliverables that drive client experience and company profitability across product types and service lines. Working closely with the Global Practice Group Lead and counterparts across markets, the Americas Operations manages budgets, tracks operational efficiency and oversees governance to keep Practice Group initiatives running smoothly.

Key Responsibilities

• Execute initiatives, follow up on problems addressed in Practice Group meetings, and ensure cross-service line and cross-functional collaboration across the Practice Groups
• Creatively solve problems to ensure the platform operates efficiently and effectively
• Collaborate with counterparts in other product types, service lines and markets to learn and utilize best operational practices and offer innovation to the Practice Groups
• Evaluate and document innovative service delivery options and share insights across markets
• Support sales and transactions by tracking new business development pitches and outcomes
• Work with the Global Practice Group Lead to draft, finalize and manage the budget, including revenue and expenses, and track short- and long-term business and analytical strategies to support platform growth
• Process and code invoices for payment using Workday and submit and track requests for authorization of payment
• Maintain platform files, both electronic and hard copy, and support internal and external client events and conferences across markets
• Work with leadership to implement strategic planning across the Practice Groups and develop short- and long-range operating objectives, policies and programs
• Track operational efficiency and champion change initiatives for the Practice Groups and service lines
• Provide and track management reports and metrics that facilitate accountability and business improvement, and partner with leadership to ensure success of priority Practice Groups and identify areas of opportunity
• Create new Practice Groups as needed and oversee governance, including creating criteria and processes to become an official group
• Manage Practice Group meetings and communications and organize internal meetings and events, including developing agendas and schedules
• Oversee tracking of expenses related to events, provide reporting as needed, and understand expense policy for compliance and correct coding

Education and Experience

• Hold a Bachelor's degree
• Have 5 or more years of operational experience, with real estate industry experience a plus
• Have significant progressive experience in operational and process management
• Possess knowledge of the real estate industry and business model
• Be proficient in MS Office, including Word, Excel and PowerPoint, and any specific software as required, with database technology experience preferred
• Independently achieve successful outcomes on all executed activities with minimal supervision for senior positions
• Demonstrate the ability to handle complex situations and multiple responsibilities simultaneously, balancing long-term projects with urgent immediate demands
• Maintain a successful track record of working through complex, rapidly changing and sensitive issues while interacting with executives at all levels of the organization
• Demonstrate effective business judgment and adherence to the highest ethical standards and professionalism
• Have excellent interpersonal skills, organizational savvy, emotional intelligence, keen judgment and problem-solving ability
• Have excellent and finely honed oral and written communication skills
• Maintain a proven record of providing excellent internal and external customer service
• Demonstrate the ability to handle politically sensitive and confidential information

Reporting to the Regional Americas marketing team, the Americas Operations shapes execution of digital marketing campaigns across paid search, paid social, display, content syndication and dedicated email channels. Partnering with internal brand teams and external creative agencies, the Americas Operations manages digital work tickets, list uploads and conversion tracking to keep campaigns aligned with regional business goals.

What You'll Do

• Work within a Digital Marketing project board and update as needed for promotions, marketing launches and key placements across marketing channels
• Ensure expected timelines and milestones are clearly indicated in digital work tickets, lead communication and escalate issues to stakeholders
• Process creative requests and changes with the internal brand team and external agency creative team
• Collaborate with the Regional Americas team to ensure target account lists are appropriately sourced for content syndication and Demandbase campaigns
• Work with marketing operations on digital marketing procedures, such as list uploads and conversion tracking implementation
• Manage source of truth digital documents and ensure version control is accurate
• Proactively engage in market research to stay up to date with industry trends and competitor activity
• Embrace a test and learn approach to experiment and gain key learnings
• Track budget requests for initiatives, including estimates, invoices and compiled media asks across the region

Requirements

• Have 1 to 2 years of experience working in paid media channels
• Be familiar with all major paid media platforms, particularly Google Ads, GDN, LinkedIn, Demandbase and YouTube
• Have experience with project management tools, such as Asana
• Be highly self-motivated with strong initiative
• Work well in a team with a proactive, can-do attitude
• Be extremely detail-oriented, organized and skilled in time management
• Have a proven ability to proactively and autonomously manage projects

Sitting at the intersection of payroll operations and tax compliance, the Americas Operations delivers accurate tax withholding across the entire US payroll, covering all 50 states, hundreds of localities, and reciprocity agreements. Operating across the employment tax payroll team, HR service center, and International Services and Tax teams, the Americas Operations corrects tax errors, processes W-2C filings, and ensures proper taxation for international assignments.

Duties

• Partner with the payroll tax manager to review daily Workday reports and correct tax errors
• Research calculation errors across the three monthly payrolls, stemming from issues such as missing registrations and new work locations, and update global view tax panels for each impacted employee, running simulations to confirm corrections were processed and no further errors remain
• Coordinate with the employment tax payroll team regarding missing registrations
• Respond to employee tax queries and escalations from the HR service center
• Manage imputed income files from many sources, including expense management, corporate services, and various businesses offering taxable fringes
• Review tax rates for unit to share conversions, using the ADP-generated file, for the Executive Compensation Team
• Process international assignment expenses, relocation payments, and vendor payments in coordination with the International Services and International Tax teams, and review hypothetical tax deductions for base and above-base components
• Provide ad hoc support to the production team for new hires who reject and require manual tax setup, and address general tax questions
• Ensure visa status changes result in proper social security taxation

Background and Experience

• Hold an Associate's degree, required, with a Bachelor's degree preferred
• Have 2 to 3 years of payroll tax experience
• Maintain working knowledge of Federal, State, and Local tax legislation for the Americas
• Have intermediate to advanced Excel processing experience and working knowledge of ADP GlobalView, preferred
• Demonstrate strong attention to detail
• Maintain a successful track record with time management, self-motivation, and the ability to think and act independently
• Have strong oral and written communication skills to effectively resolve issues with HR, employees, and Legal while sustaining a high level of confidentiality inherent to payroll matters

A key member of the AMER Operations leadership team, the Americas Operations owns talent strategy, organizational design, and change management for a large field-based workforce across the United States, Canada, Mexico, Brazil, Chile, and Peru. Collaborating across the HRBP and the center of excellence HR teams, the Americas Operations advises senior leaders on retention, inclusion, and organizational effectiveness to support business growth.

Strategic Responsibilities

• Contribute to the strategy and priorities for the HR organization and ensure alignment with the business strategy
• Translate and execute global HR solutions and strategies regionally
• Lead large-scale organizational changes and regional functional market activities
• Bring an objective perspective to managing business problems, bringing the right people and data together to shape insights on people, organizational dynamics, and the business, and translate these insights into sustainable solutions
• Recognize and effectively balance the client group's interests with the needs of the company
• Partner with business leaders to maximize organizational effectiveness, leveraging expertise in organization design, team development, talent and workforce planning, and change management to maintain a culture that optimizes employee experience
• Lead high-impact projects with on-time delivery, measurable outcomes, and robust communication and change management, acting as a change agent to provide a world-class customer and employee experience
• Model effective partnerships with other enabling functions throughout the company to help leaders run the business
• Offer insight based on systemic thinking, inquiry, and analytics
• Think globally while bringing deep regional knowledge to global discussions, spotting trends, and proactively communicating to contribute to a strong HR team across the company

Professional Experience

• Hold a Bachelor's degree, required
• Have 20 or more years of experience preferred, with a minimum of 10 years in Human Resources
• Have at least 5 years of experience as a Business Partner in an evolving global organization, with high-tech experience highly preferred
• Have previous experience as an HRBP supporting a large field-based employee population, including a large US non-exempt field workforce as well as Canada, Mexico, Brazil, Chile, and Peru
• Have a broad base of human resources experience with a strong track record of working effectively in a fast-paced environment with a bias toward action and solutions in line with business goals
• Have experience leading organizational design, change management, and organizational effectiveness, preferred
• Have operating experience within a complex, changing environment, and in-depth experience operating within and leading cross-functional teams
• Demonstrate strong systems thinking with a collaborative, open-minded, and persistent approach and a passion for and understanding of the business
• Have an excellent ability to source, synthesize, and interpret data and context to tell a story and influence decision makers
• Proactively collaborate within the HRBP and the center of excellence HR teams, with a demonstrated ability to impact and influence others
• Be willing to travel to operating locations in the AMER region approximately 20 percent of the time

Successful adoption of the Prepay Nation product across the Americas depends on the Americas Operations Manager, who builds and documents best practices that scale customer support, training and operational processes across geographies. Serving as the Americas subject matter expert, the Americas Operations Manager works closely with the Director of Operations and the Global Operations Manager to triage urgent needs and translate customer insights into product and process improvements.

Core Functions

• Understand every aspect of the Prepay Nation product and how it works
• Share responsibility for customer support
• Work closely with internal teams and partners to ensure they are getting the most out of Prepay Nation
• Document processes internally and externally
• Define and analyze metrics that inform the success of products
• Triage urgent needs from customers and partners quickly and accurately
• Conceptualize, manage and prioritize multiple projects for stakeholders
• Serve as the Americas subject matter expert for all things Prepay Nation
• Act as the middleware for all internal and external development, programs, marketing and sales
• Work with the Director of Operations and the Global Operations Manager to create, scale and document best practices amongst geographies

Knowledge Skills and Abilities

• Hold a BA in science, management or marketing
• Hold a PMP or PMO certification, preferred
• Have Green Belt or Black Belt experience, a plus
• Have at least 5 years of work experience, including experience building and scaling operations from the ground up
• Have experience working in an operations role with multinational companies and have spent time at a technology company
• Have experience with technical, marketing and training tools
• Be a strong team player
• Speak multiple languages, Spanish preferred